Chasing answers about my Chase loan modification

April 29, 2010, 6:09 pm: Natalia Carrillo Chase Home Finance (800) 848-9380 called. She confirmed receipt of the Year-To-Date P&L and said that pending the financial interview she had everything she needed to turn the loan over to Underwriting. I asked Natalia why I’d been told on April 5, 2010 that my loan was turned over to Underwriting on 3/1/10, and why I’d been told previously it was in Underwriting as of 12/15/09.

Natalia said that before I was with Imminent Default, a separate area working on loans that are not delinquent. Now that Chase had gone through the “process changes” she told me about on April 25, 2010, she “overrode” the account.

I pointed out that if Chase had addressed this loan modification in a timely fashion, I would not be in arrears, and expressed my anger over being strung along for 14-months. Natalia said she really couldn’t comment on that; the file was “just not reviewed” and when April came around it went to Natalia’s department. I protested; Natalia said the only explanation she could offer on behalf of Chase regarding the delay was that the “priority is for people who are behind” and my “file was just not reviewed”.

Natalia went on to say I had to complete the financial interview to determine if I qualified for a repayment plan although typically the interview does not qualify anyone for a payment plan. Once the Chase financial interview was conducted Natalia would get the go-ahead to submit the information straight to Underwriting who would determine if the loan could be modified.

This seemed very convoluted after fourteen months of paperwork and phone calls. It felt very much like a parallel and even less-friendly universe so I again expressed my dissatisfaction and concern. Natalia seemed surprised; she said there were virtually “no notes” in my file about any of the calls and submissions I’d alluded to. The conversation didn’t seem to be going anywhere so I decided to forge ahead and proceed with the financial interview. Natalia stayed on the line as she transferred me to a Loss Mitigation Solicitor and signed off when the Loss Mitigation Solicitor picked up.

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